You can double click on the media player to get to full screen:

Here is the second method:

Southeast Asia Sharepoint Conference 2011

Mr Wilson L. Chua attended this very special event at the Grand Copthorne Hotel. Amazing keynote address by Ryan Duguid, Senior Product Manager, ECM and Compliance, Microsoft. Great demos from Debbie Ireland and Paul Culmsee, Eric Harlan and the rest!

It was co organized by SG Sharepoint’s Steve Sofian!   Thanks Steve for organizing this!

Futuregen got a courtesy call and visit from Ms Merlie Membrere and Mr Shashi Bansal, director, Hissar Roller Flour Mills Pte Ltd, of Hisar Ph, India. Photo shows futuregen with Mr Bansal and Ms Membrere.

Director, Hissar Roller Flour Mills

Futuregen is now working closely with clients of SPD (Society for the Physically Disabled) to train vision impaired people with necessary skills to transcribe audio into microsoft word documents.

While the transcription service training project seems to be too ambitious for the visually impaired, they do have a higher level of sensitivity to sound – their listening skills are much better than normal people. Hence when SPD contacted Futuregen to share its skills in transcription service, we readily agreed to give it a try.

The initial results are heartwarming. Some of SPD’s clients were able to transcribe the audio with 94% accuracy. This is not bad for a first try where usual participants would get 70-80% accuracy on their first try.

In case you are wondering, SPD’s Clients who were visually impaired used a software called JAWS to navigate around their PC without the aid of sight. Our plan is to engage SPD’s clients in offering transcription service in Singapore.

Futuregen partners with Zopim to provide a complete online live chat response solution targeted at SMEs (Small and Medium Enterprises). Zopim provides the software, we provide the expert agents and team to manage your chat system.

What is Live Chat and what are its benefits?

Online Live chat response systems enable web visitors to ‘chat’ with a company’s representative while on the website. You have higher rate of converting visitors into paying clients. It also increases customer satisfaction by providing them with a 24×7 representative to handle client inquiries. Urgent matters are escalated by our team according to your set instructions.

What is the pain point to adoption of live chat?

Mass adoption by website owners have been hampered by each individual website’s low volume of traffic – which does not justify a dedicated staff. So we decided to pool our expert teams together into handling multiple campaigns. You get superior coverage by sharing agents among our clients.

What is exciting about our promo?

Our pricing is based on per chat…. not per agents!

What are the details?

1. Promo Period: January to March 2011

2. Pricing Plans:  As low as 20 SGD per month per site!

3. To learn more: Please sign up here

Our Transcription team is proud to have done the transcripts for the sub titles for “Enemies of the People” a movie on the Killling fields that is now showing in the US.

Please visit the Enemies of the People homepage.

Loway Research has appointed Futuregen to resell and support its highly popular QueueMetric Software in Asia and Pacific region. Queuemetric enables Asterisk based call centers to gain visibility into their agents’ performance.

Main benefits include:

1. Service levels achieved
2. Agent KPIs like: Average call handling time total talk time, number of calls taken
3. Center Performance including call distribution by agent, or by queue
4. Queue Distribution by hours of the day
5. Live Dashboard to display real time statistics

What will QueueMetrics do for me?

Operations managers…

• See a very detailed report of call center activity, down to each call on each queue.
• Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
• Listen to recorded calls.
• See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
• Can track calls processed on multiple queues.
• Measure business targets and conversion rates on a number of industry-standard metrics.
• Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
• Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
• QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.

Team leaders…

• Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
• See agent status and real-time activity.
• Remotely listen to live calls as they are handled.
• Watch agent screens remotely through a VNC client.
• Real-time wallboard mode using a video projector.
• Restricted “Visitor” mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.

Agents…

• Agents can see the calls they’re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
• Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
• Log-on, log-off, go on pause and set pause reason codes.

IT Managers…

• Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents – ask for references.
• Highly scalable – supports Asterisk clusters and can be installed on separate servers.
• Supports database and flat-file storage.
• Minimal or no Asterisk interaction to minimize the load on the Asterisk server.
• No need to patch or modify an existing Asterisk installation.
• Works with Asterisk’s or third-party call recording and storage components.
• Easily scriptable through its XML-RPC interface.
• Auto-configuration from standard Asterisk configuration files.
• Easy to install and upgrade using the yum package manager.